QA Specialist

J-K Network Services; Pampanga; On-site; PHP 355,446 - 425,754; Full time

Benefits offered by this job

Government-mandated benefits

13th Month Pay

HMO coverage

Vacation Leave Credits

Sick Leave Credits

Job summary

A well-established IT and Engineering firm is seeking a Quality Assurance Specialist in Clark, Pampanga. The ideal candidate will have at least 1 year of experience in a BPO setting, preferably with FinTech accounts. Responsibilities include monitoring customer interactions, conducting quality audits, and providing coaching to enhance agent performance. The role requires onsite work and offers competitive salary and benefits.

Qualifications

• At least 1 year of Quality Assurance experience in a BPO setting is required.
• Experience in handling FinTech accounts is an advantage.
• Willingness to work onsite in Clark, Pampanga.

Responsibilities

• Monitor and evaluate customer interactions for compliance with quality standards.
• Conduct quality audits and document findings.
• Provide feedback and coaching insights to agents.
• Prepare and analyze quality reports for trends and improvements.
• Enhance agent performance through collaboration with teams.
• Participate in calibration sessions for scoring consistency.
• Ensure compliance with company policies and regulations.
• Recommend enhancements for customer experience.

Skills

Quality Assurance

Customer Interaction Evaluation

Feedback and Coaching

Education

Undergraduate or equivalent

Job description

A well-established IT and Engineering firm with over 40 years of industry experience, delivering comprehensive end-to-end solutions across multiple sectors — including Finance and Healthcare.

POSITION:

Quality Assurance Specialist

Industry: BPO

Location: Clark, Pampanga

Salary Offer: Php 35,000

Work Schedule: Shifting Schedule

Work Setup: Onsite

BENEFITS:

• Government-mandated benefits
• 13th Month Pay
• HMO coverage
• Vacation Leave Credits
• Sick Leave Credits

JOB RESPONSIBILITIES:

• Monitor and evaluate customer interactions (calls, chats, or emails) to ensure compliance with quality standards and client expectations.
• Conduct regular quality audits and document findings accurately.
• Provide detailed feedback and coaching insights to agents and team leaders.
• Prepare and analyze daily, weekly, and monthly quality reports to identify trends and opportunities for improvement.
• Collaborate with Operations and Training teams to enhance agent performance and process efficiency.
• Participate in calibration sessions to maintain scoring consistency and fairness.
• Ensure full compliance with company policies, client guidelines, and industry regulations.
• Recommend process or policy enhancements to improve customer experience and service quality.

JOB REQUIREMENTS:

• Open to Undergraduates
• At least 1 year of Quality Assurance experience in a BPO setting (required)
• Experience handling FinTech accounts is an advantage
• Willing to work onsite in Clark, Pampanga
• Can start immediately

LOOK FOR MS. JAI

RECRUITMENT PROCESS:

• Initial Interview (Online or Face-to-Face)
• Final Interview
• Job Offer